Sagrika Karir
Summary
Experienced engineering professional prepared to excel in role. Strong technical skills in network infrastructure, systems troubleshooting, and software deployment. Reliable team collaborator who adapts to changing needs and consistently delivers results. Known for problem-solving abilities and effective communication, ensuring seamless operations and client satisfaction.
Overview
9
9
years of professional experience
Work History
IT Services Desk Engineer
PACER Automation Pvt Ltd.
Bangalore, India
09.2022 - Current
- Install, Upgrade, and maintenance of software, hardware, and peripherals. Asset management / Liaison. Install and troubleshoot on issues of desktops, printers, laptops, and other IT assets.
- Document various innovative ideas, operational process documents, new processes, and procedures (SOP documents, Setup documents, Runbooks)
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively.
- Implemented ITIL frameworks in ServiceNow to streamline incident management and improve service quality.
- Facilitated effective cross-functional collaboration by serving as a liaison between engineering teams, management, clients, and contractors.
- Installed, configured and maintained computer systems and network connections.
- Advanced knowledge and hands-on troubleshooting of Windows and MAC Operating Systems, iOS and Android
- Strong understanding of Active Directory, O365, DNS, DHCP, DFS File Server, Managed Print Services, basic networking.
- Experience with ITSM Tool - Incident, Request, Reporting, Knowledge Base, CMDB.
- knowledge of Enterprise security tools such as VPN, Antivirus, DLP, Encryption etc.
- Experience Troubleshooting AV systems such as Poly, providing AV support to small and mid sized events. .
- Collaboration services (BOX, LumApps, Sharepoint, OneDrive, Google Drive, etc)
- Analytics Tool ie. Tableau, Power BI, Qlik, Excel, Python,
- ake ownership of customer issues, follow up on the status of problems on behalf of the user, and communicate progress in a timely manner.
- Provide users with routine information on system updates, errors and features and proactively provides advice to prevent service incidents.
- Set up the PCs and applications for new hires to provide a best-in-class experience on their first day, including IT orientation.
- Provide advanced level support to end users on workforce, business applications and collaboration tools such as MS office, Zoom, Slack, backup, office 365, Google Workspace, MDM Solution, Cloud PC, IT Asset Management etc.
- Proactively solves customer problems by facilitating self-help articles, involving SMEs, or connecting with multiple teams
- The ability to take on small projects from start to finish.
- Look for ways to automate the operations tasks handled during day-to-day work and brainstorm with leads for implementation.
IT Support Engineer
ExoEdge Advantage LLP India Pvt. Ltd.
Mohali, India
03.2022 - 07.2022
- Resolved over 200 technical support tickets monthly, maintaining a 95% satisfaction rate among end-users.
- Improved user efficiency by providing detailed training sessions on software usage, enhancing productivity by 10%.
- Assisted in network reconfiguration projects, leading to enhanced system performance and reliability.
- Monitored and assigned user accounts, ensuring 100% compliance with internal security standards.
- Reviewed and improved system documentation, reducing onboarding time for new administrators from 4 weeks to 3 weeks.
Desktop Support Engineer
Teleperformance India Private Limited
Mohali, India
09.2020 - 03.2022
- Provided comprehensive support to users on hardware, software, and network-related inquiries.
- Documented and escalated complex technical problems to engineering teams for resolution.
- Analyzed support tickets to identify trends and improve knowledge base resources.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Collaborated with product teams to improve software based on customer feedback.
Customer Support Specialist
Amazon Development Centre India Private Ltd
Chandigarh, India
06.2018 - 12.2018
- Resolved customer queries over phone and by email.
- Addressed technical difficulties by quickly able to identify and troubleshoot customer issues to achieve a timely and first-time resolution.
- Address / handle escalated customer queries, customer complaints and grievances, refund request, replacement order, general information regarding any sales and offers on website or on the Amazon Mobile App.
- Processed cash and card payments during busy shopping periods, limit the wait/queue times.
- Handle customer complaints calm and professional conduct to provide positive solutions to uphold company reputation.
Technical Support Executive L1
Geeks Technical Solutions Private Limited
Mohali, India
05.2017 - 05.2018
- Support and troubleshoot on issues from Windows ,Mac OSX, iOS, Android, MS Office 365 suite and MS Teams, Installation of OS, data backup and recovery, Send device for repair.
- Windows Server - AD, DNS, DHCP, IIS,
- Installation / Configuration Microsoft Exchange / Troubleshoot Email related issues.
- Provide backup, Disaster Recovery support and data recovery solutions.
- Software deployment through SCCM package, antivirus installation, scan and monitor system security.
- System administration duties for application management
- Install, configure and troubleshooting both Windows and MacOS operating systems, Install a Virtual Machine on PC and Mac.
Education
Bachelor's - computer applications
Indra Gandhi National Open University
01-2021
Skills
- Network administration
- ITIL framework
- Software installation
- Asset management
- Mobile device management
- System administration
- Cloud-based software deployment
- Network and server management
- Microsoft windows and office
LANGUAGES KNOWN
English (Expert)
Hindi
Timeline
IT Services Desk Engineer
PACER Automation Pvt Ltd.
09.2022 - Current
IT Support Engineer
ExoEdge Advantage LLP India Pvt. Ltd.
03.2022 - 07.2022
Desktop Support Engineer
Teleperformance India Private Limited
09.2020 - 03.2022
Customer Support Specialist
Amazon Development Centre India Private Ltd
06.2018 - 12.2018
Technical Support Executive L1
Geeks Technical Solutions Private Limited
05.2017 - 05.2018
Bachelor's - computer applications
Indra Gandhi National Open University